Customer Service: Why We Do What We Do at VIPdesk
By: Caylin White
It all starts with our clients and their customers.
“At VIPdesk, we fuse together, the right people with the right brand, to achieve the bottom-line service results businesses demand and customers deserve.”
When we talk about tailor-made services, we talk about 100% boutique omnichannel customer solutions. This means that every client that walks through our virtual doors gets a la cart customer service with us at VIPdesk.
When the amazing people of Skullcandy came to us for customer service assistance to support their customers with inquiries regarding their abundant line of products (headphones, earbuds, speakers & more), we knew that the more unique we could be to create the perfect customer experience for them, the better. So, VIPdesk put together a custom solution just for them, based on exactly what they need.
We provide the out of the box customer service solution. Let’s look at how we do this.
How do we create a tailor-made experience?
We kick off every relationship we have with our clients in the Discovery Phase. This is where Othmar Mueller von Blumencron and our team shine best. Othmar and our team learn about the client, their brand and their industry. We get to know them, their customer service strategy and all about their customer’s journey.
We want to build a map that creates retention and evangelists. That is a unique map for each client built by our Leadership Team. Shout out to Jeff Kramp, who heads up the IT department as he is the man behind the curtain making these programs work for each client, with a smile, we might add.
How do we build a team for customer success?
At VIPdesk, we only recruit professionals who are passionate, not just about delivering exceptional service, but living and breathing the brands they serve.
Maggie Piper-Presing is a natural veteran at seeking unique talent with a passion for customer service. Her passion for VIPdesk shines through her team’s entire recruiting process as we scout for the right fit for each client. It’s a never-ending job, we appreciate you and your team, Maggie!
By matching the talent with each brand, we cultivate and ignite consumers’ love for the brands we serve.
Our passionate, brand-loyal customer service representatives, also known as Brand Ambassadors — provide stellar, outsourced customer service 24 hours a day, 365 days a year.
We can scale quickly to meet any demand.
We have the capability to seamlessly scale up or down, as needs change due to seasonal call volume, marketing campaigns, or in the event of an outage or natural disaster. Our scalability and proven performance will help maximize operational efficiency and profitability for your brand, regardless of the event or season.
How did we create a sustainable, green company?
Sally Hurley, CEO of VIPdesk, worked with the Executive Team to build a virtual, sustainable plan for the entire company. Her goal was to have a green business model, nationwide that provides quality service and a positive work-life balance.
VIPdesk has 90% virtual team, interconnected by our state-of-the-art service-delivery technology, enabling us to bring the best talent to our clients’ brands, and have that work-life balance for our Brand Ambassadors.
Since everything is done online, we keep security front of mind. VIPdesk continuously implements new and improved security measures, to ensure our client’s data is always safe.
We leverage a PCI, scalable, virtual platform utilizing state-of-the-art technology that lets our team deliver flexible, high-touch service effectively and productively from anywhere in the U.S. anytime, anywhere.
Why we do what we do at VIPdesk
VIPdesk creates tailor-made services with overlapping channels. We encourage the customer to communicate with their brand via their channel of choice.
The moral of the tailor-made services plan is that the right tools, the right channels, and the right people can save every client money on their bottom line. We are not only providing customer service, but we are also implementing a plan that saves time, money and future loss.
Our “VIP touches” are how we do this.